Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me and my brother purchased a above ground Intex swimming pools in the early spring. We found out that they were not safe and there was a recall on them. I do not have the original box or the receipt still, I do have my brothers receipt he returned his car at Menards and got full credit. I had to have a child who got hurt on one of these pools and I've been trying to get refunded by Menards but I don't have the receipt and I don't have the box it came in now I dropped off yesterday on September 23, ************************** ********* *********. They have my pool currently and they're not giving me a refund. I need something to back me up so they can get refunded by the Intex incorporation themselves.

  

  Business Response

  Date: 10/03/2023

  Hello ********. We are sorry and concerned about the injury you state was caused with the use of our pool. There are no recalls on any of our Intex pools. 
  
  We have made eight attempts to reach out to you, to the number provided via this complaint. 
  
  Please contact us at ************ for further assistance. 

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All three of these kayaks were purchased as gifts and all 3 opened at the seam. We tried to co tact the company and the prrson on the phone hung up.

  

  Business Response

  Date: 09/25/2023

  In response to this complaint, we are infoming you that it was filed with the incorrect company. Although our name is Intex Corporation, we are not the pool and inflatable company. We are a small business in the construction industry, located in **. We are in no way affiliated with that company. The company in question is located in **. From their website (intexcorp.com), I located this contact information:

  Intex Corp.
  P.O. Box 1440
  **********, ** 90801-1440
  Customer Service
  MonFri ****** - 5pm PST
  ****************

  Hopefully that helps.

  

  Business Response

  Date: 09/26/2023

  Hello *****. We apologize for any inconvenience you have encountered with your kayak. As noted on the Owner's Manual, the Limited Warranty on your kayak is valid for a period of 90 days from the date of the initial retail purchase.  A sales receipt will be required and must accompany warranty claims or the Limited Warranty is invalid. If you are within the limited warranty period, please contact our ************** at **************, for further assistance. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20623330
  
  I am rejecting this response because: Thhe seam opened due to a manufacturing issue not by anything we did.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/29/2023

  Once again we apologize for any inconvenience you have encountered with your kayaks. s noted on the Owner's Manual, the Limited Warranty on your kayak is valid for a period of 90 days from the date of the initial retail purchase, this includes any manufacturer defect.  A sales receipt will be required and must accompany warranty claims or the Limited Warranty is invalid. If you are within the limited warranty period, please contact our ************** at **************, for further assistance. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20623330
  
  I am rejecting this response because: this is poor quality product.  One would think the company would care about a customers product.  I guess this is over but I want to let you know that I feel like I got a bad deal with only using these for 3 months.  
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/03/2023

  Hello *****. Once again we apologize for any inconvenience and appreciate your feedback. 

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  BUYERS BEWARE! I received a DEFECTIVE intex product as a gift. They only have a limited warranty on the product of 90 days. Ive never heard of anything so ridiculous. They also wont help because I dont have the receipt. Im not asking the person who bought it to provide me a receipt.

  

  Business Response

  Date: 09/21/2023

  We apologize for any inconvenience you have encountered with your ************ This item is not part of our limited warranty program. However, if a defect is reported within 90 days, Intex may assist with a replacement, provided a receipt is available to confirm the date of purchase. Regretfully, without a receipt, we cannot process a claim for a replacement. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20636612
  
  I am rejecting this response because: I received this as a gift therefore I have no receipt. If you sent a defective product, you should exchange it. How is a receipt going to change the fact its broken. 
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 09/25/2023

  Once again, we apologize for any inconvenience you have had with your ************ We understand this was a ************ do are unable to provide a copy of your receipt, unfortunately, without a receipt, we cannot assist with a replacement. If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:09/19/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a 6-PERSON GREYWOOD DELUXE ROUND BUBBLE SPA SET. It started having all kinds of issues and so i filed a claim under intex warranty. The warranty was approved but now they refuse to send me replacement parts. The warranty was approved on 06-16-23. Over three months ago. They just make excuses when i call and refuse to send me a new hot tub...

  

  Business Response

  Date: 09/21/2023

  ******************, we apologize for any inconvenience you have encountered with your spa. Regretfully, the tub, item # ***** is currently out of stock. We are unable to provide you with a restock date. As soon as the item is restocked, it will be shipped. Once the item ships, an automatic email will be sent with tracking information. Please note that your limited manufacturer warranty will be extended for the amount if time your claim is on delay. If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pool cover from Intex Recreation Corp (****************************************************************) (phone ************). Upon receiving it, we noticed a tear in the top of the cover making it essentially useless. The company will not issue a refund unless I pay the shipping to return it. I paid $22.52 to have it shipped to me in the 1st place. So now I either pay the fee again to receive my $38.00 refund (costing me about $45 total in shipping fees) or just get to eat the $61.56 I spent on the purchase originally. I feel that this is very unfair. I did nothing wrong except believing I would receive a quality item from this company. My order number is ********* ordered on 9-5-2023.

  

  Business Response

  Date: 09/21/2023

  Hello *******. We have initiated claim #****** to process your refund. As discussed with our consumer service manager, once you upload the required information, we will proceed with a refund for your order. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 09/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an inflatable pool from I tex that was defective. The first time that I tried to pull the plug to drain the water, it completely ripped away from the bottom leaving it useless. Intex refuses to refund the purchase but did however agree to replace it. I was sent a warranty and claim number and asked to upload the original receipt along with two photos. One showing the logo cut away from the pool and one cutout showing the defective part. I have repeatedly done this and at first, the pictures were rejected immediately. Now, my claim is just sitting there so I reached out to customer service. They are still telling me to upload the pictures. I have even uploaded them via email. It's such a small claim. The pool retails for $30. It has become a matter of principle for me since I believe that they are dragging this out so that the warranty will expire and I can no longer replace or refund the pool. For crying out loud, I just want good customer service to either replace the pool or simply refund the money. It's completely frustrating.

  

  Business Response

  Date: 08/31/2023

  Hello ******. Claim #******, was initiated for you on 7-26-2023.The claim was submitted on 8-4-2023, your receipt was approved, however the images of the defective product were rejected.

  
  As noted on the claim, you need to upload images of cutouts of the defective item. You will need to physically cut out the following from your defective product: 1) Intex or Warning Label 2) Inflation Valve. You are required to write the claim number on the cut outs and take a picture and uploaded via the claim.

  
  Intex does not process refunds. Any refund would come from the retailer in accordance to their policy.

   

  If you have any additional questions or concerns, please contact the ************** at ************

  Customer Answer

  Date: 09/01/2023

   
  Complaint: 20540565
  
  I am rejecting this response because I have already submitted the required pictures. They are asking for a 6x6 cutout but the defective part ripped away from the pool leaving me a smaller portion. I have no way to change this. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/05/2023

  We apologize for any inconvenience you have had with your pool. Once again to process your claim, you need to physically cut out 2 pieces of the defective pool. You uploaded full product images. If you need further assistance with your claim or required cutouts, please contact our service center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST. We now a chat option available Monday - Friday 9:00 am - 4:00 pm PST.

  Intex cannot process your claim until claim requirements are met. 

  Customer Answer

  Date: 09/06/2023

   
  Complaint: 20540565
  
  I am rejecting this response because: it's as if they aren't even reading my messages. I have uploaded a picture of the defective part but it is not the correct size. It came completely off of the pool so I do not have the option to make it bigger 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/07/2023

  We contacted you on 9-7-2023 to further assist with your claim. A detailed voicemail was left on the number on file.   If you need further assistance with your claim or required cutouts, please contact our service center at ************.Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST. We now a chat option available Monday - Friday 9:00 am - 4:00 pm PST. Please note that this item is under a 90-day replacement policy. Your claim with the requires cutouts must be submitted by 9-12-2023.

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20540565
  
  I am rejecting this response because: I listened to the voicemail and I am being told that I submitted pictures of the pool and that I need to cut pieces out and snap a picture. I have done this and submitted them successfully and I'm still being told to cut out the pieces. I have submitted these pictures multiple times. I would be happy to submit them another way but I do t understand what the problem is. They are only looking at the original uploads. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/21/2023

  Ms. ******* Via warranty claim # ******, you have uploaded the same images twice. You have uploaded images of the defective product, however, we need you to comply with the claim requirements. You will need to physically cut out the following from your defective product:
  
  1. Intex or Warning Label
  2. Inflation Valve 
  
  You are required to write the claim number on the cut outs and take a picture. This picture will be uploaded via your claim. Intex cannot process your claim until claim requirements are met. If you need further assistance with your claim or required cutouts, please contact our service center at ************* Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST. We now a chat option available Monday - Friday 9:00 am - 4:00 pm PST.
  

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20540565
  
  I am rejecting this response because:
  I have uploaded the pictures many times. The valve is one of the defective parts so it was uploaded as well. I've taken the pictures a couple of different ways and it still wasn't accepted. I gave up once I received the email stating that my claim was cancelled. I no longer have the pool or any of the items to take a picture of. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/21/2023

  We apologize for any inconvenience you have encountered with you product and your claim.  Regretfully, we cannot process your claim if claim requirements are no met. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20540565
  
  I am rejecting this response because:

  The problem has never been solved and the issue is on them. I submitted everything I was supposed to. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/25/2023

  Hello ******, regretfully Intex cannot process your claim as you did not comply with the claim requirements, detailed in your claim. The images submitted, as we previously advised, do not meet claim requirements. Our service center reached out to you, to the number on file to further assist. If you have any additional questions or concerns, please contact the ************** at ************. 

• Initial Complaint

  Date:08/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought the spa 1 year ago. After troubleshooting the pump filter impeller is defective. There are numerous ******* videos verifying the same information. Intex does not provide replacement parts for their manufacturer issue.

  

  Business Response

  Date: 09/21/2023

  ****************. We apologize for any inconvenience you have encountered with your spa. Per our phone conversation on 9-21-2023, claim #****** was filed to ship out a replacement control base. Your warranty order is expected to ship on 9-25-2023. An email with tracking information will be sent once your order has shipped. Transit time to your location is ***** business days. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 09/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I havent received the replacement item yet but I did receive the tracking no. Thank you so much for your help. I couldnt get anywhere with their phone and chat customer service. Also, I never received a response from them via email. Your service is essential for consumers. 
  
  Thanks again, 
  
  *************************

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am waiting for a replacement of this unit that is defective. . I now cannot get anyone at Intex to answer the phone. This product is for sale everywhere but they say they are out of stock of the replacement covered under warranty. I initially asked for this replacement on August 7th 2023 which was approved the same day. Ive checked back and was told it definitely would not be over 2 wks It is now August 20th and there is no update at all on my replacement or when there will be stock. I am sitting with a useless intex pool and pump system that I have spent over ******* on and is less than 2 months old customer service is not satisfactory.If I cannot get a replacement then I need a full refund.1 of: Intex **** I have tried emailing several times and the below response is all I get unfortunately, the 13039EG that you need is currently out of stock and there is no ETA regarding its availability. We would respectfully advise you to continue to check our website periodically and once the out of stock item become available, the website will be updated. THIS is not acceptable and I would like for my pump to be shipped ASAP as it is available online everywhere or a complete refund

  

  Business Response

  Date: 08/22/2023

  Hello ******. We apologize for any inconvenience you have encountered with your delayed claim. Item 13039EG,regretfully is out of stock, we are unable to provide an ETA. As soon as the item is restocked, the item will be shipped and an automatic email will be sent with tracking information.
  We do not have a compatible substitution to offer you. Intex does not process any refunds. Any refund would come from the retailer in accordance to their policy.
  If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 08/28/2023

   
  Complaint: 20497474
  
  I am rejecting this response because: this pump is available on Amazon and several other places so there is no reason I can not be sent one I have waited over a month now 
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 08/29/2023

  Once again, we apologize for any inconvenience. Full product is available via our retail partners, however, Intex cannot make use of their inventory. Via the limited warranty, Intex will replace the defective component.  As soon as replacement part #*****EG, is restocked the item will be shipped. If you have any additional questions or concerns, please contact the ************** at ************. 

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20497474
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a above ground pool on 7-13-22, it arrived about a month after because it came on a flatbed truck. 6 months after I put pool up which was sometime in September. the motor went bad on it, ref# claim #******. they sent out a whole new motor within 15 days. Less than 3 months later that replacement motor went bad. I called on 7/24/23 received claim #******. It has been 25 days as of today and I do not have a motor. I have to drain my pool because the water turned so green that I had tadpoles swimming in it. When I call ************ to get status, they informed me that they are out of stock of the motor. they cannot tell me when it will be in stock. They will not let you speak to a supervisor. You just get a customer service rep that tells you the same thing over and over like a robot. I have done research and found that the mfg has been having issues with these pumps. I am not the only one that has been complaining. Please help me either get and alternative pump or my money back. I have had to spend a lot of money on chemicals to get the water to the right levels when their pumps breaks. They are not reimbursing me for this? this pool has cost me $2574.61 and it useless without a pump/motor.

  

  Business Response

  Date: 08/25/2023

  Hello ******. We apologize for any inconvenience you have encountered with your filtration and sanitation system. Claim #****** has been approved. Regretfully, the motor and control station (item #*****EG) is currently out of stock. We are unable to provide a restock date, however as soon as the item is restocked, your order will be shipped. Once the order ships, you will receive an automatic email with tracking information.

  
  On 8-22-2023,a service agent filed a Call Back request. On 8-23-2023, a member of our management team made an attempt to contact you. A detailed voicemail was left at the number on file.

  
  Intex is unable to offer a substitution, as there are no other compatible parts. As noted on the Owners Manual. Intex does process any type of reimbursements.  Intex cannot assist you with a refund, any refund would come from the retailer in accordance to their policy.

  
  If you have any additional questions or concerns, please contact the ************** at ************.

  Customer Answer

  Date: 08/29/2023

   
  Complaint: 20491516
  
  I am rejecting this response because: They are the manufacturer and they have been telling me that they are out of stock for over a month. How can a manfacturer not know when they expect delivery of the items? Also, they claim that they have notified me, which is not true, there was not phone call from anyone, nor did they leave a message on my phone. Please advised how long is one to wait for an item that is under warranty? I would like and Estimate time of arrival on my replacement pump? I have an empty pool now that the sun is just eating away at all the parts. The **rings and gaskets are going to be damaged because there is not water flowing through them and I have already had to pay extra money out of my pocket for the extra chemicals that it requires to start up a pool not to mention, I had also had to buy in the past before the parts that were damaged. I have done everything on my end but have not received the same from Intex. They are having an issue with these pumps, and I am not the only one who has made complaints about them. You can research many clients remarks and Intex is aware of this and has been aware of this but has done nothing? This does not seem fair that they can continue to get away with this. How can you let them just get away with stating that the part is on order without telling anyone when they expect it to arrive?? Am I supposed to wait a year?? I spent ******* on this pool and it is only a year old, and the pump has failed 2 times. What does that tell you? I would like some answers other than is on back order!!

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/31/2023

  Once again, we apologize for any inconvenience you have encountered with you filtration/sanitation system. Our products are manufactured and shipped overseas. Intex is working on a resolution. However, at this time we are unable to provide you with a restock date. There is no compatible substitution we can offer.
  As soon as item #*****EG is restocked, your warranty order will be fulfilled. Once your order ships, you will get an automatic email with tracking information.
  Our service center responded to you call back request on 8-23-2023 @ 3:11 pm PST. A detailed voicemail was left on the phone number on file.
  If you have any additional questions or concerns, please contact the ************** at ************.
  

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The inflatable hot tub I purchased did not include the necessary components to operate. The listings for this inflatable hot tub did not say it doesnt include these components. I called four times on separate days at separate times and kept getting the same results. The customer service number kept routing me to a single female in *****, even though it uses a *********** phone number, who speaks very little english, and simply states that they do not sell the components that I am missing, failing to understand my complaint, i asked to speak to someone else or a manager, and am repeatedly told that they do not transfer their phones. She suggested that the hot tub is malfunctioning, but it's functioning as its manual states, it just needs Pool salt, the pump can detect the salt levels, and refuses to heat and cycle the water without this salt. The package included a punch of different pool chemicals, none of which contain the necessary sodium chloride to get the pump going. The customer service phone number is a very obvious scam that is designed so that they cannot help anyone with their pure spa line of products. I would like the company to send me the 40$ worth of pool grade Salt it needs to function for the first time operation. I expected to have to purchase chemicals for future maintenance, not for the first time out of the box use, when the product is supposed to be 100% functional out of the box.

  

  Business Response

  Date: 08/22/2023

  Hello Adham. We apologize for the unfortunate experience with our service center and our agents.
  The salt needed to operate the sanitation system of your spa is not included. Intex does not sell any chemicals, sand or salt, therefore they are not included with any of our products.
  We apologize for any misunderstanding. Intex does not process any type of reimbursements. We cannot comply with your request.
  For additional product support, such as required salt and quantity please contact our service center at ************. Our business hours are Monday - Friday 8:30 am - 5:00 pm. PST.We now have a chat option available Monday - Friday 9:00 am - 4:00 pm PST,please visit our website intexcorp.com.